Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

Would You Do That to Your Mother?

Jeanne Bliss, one of my favorite customer-experience authors, has done it again. Her new book was just released today, Would You Do That to Your Mother? (And just in time for Mother’s Day, too, imagine that!) This book is a rollicking, fast-paced tour-de-force of customer-friendly advice for companies, all intermingled with mom anecdotes, mom-appropriate reprimands, analogies, common-sense…

Culture Rules Your Technology Tools

A number of years ago, back in the day when large customer databases were still expensive to install and time-consuming to implement, a senior marketing executive at a large hotel chain told me a story that perfectly illustrates why a purposeful employee culture at a company can often overcome the drawbacks of insufficient technologies, inadequate…

Do You Have the Right Kind of Curiosity?

More than a thousand years ago, in 986 C.E., a Norse sea captain named Bjarni Herjulfsson set off from Iceland to Greenland to be with his father. But a storm blew his ship off course, and when the storm cleared he had come within sight of the completely unknown North American continent, a vision that…

Customers Are the Ultimate Disruptors

Cultivating empathy for customers means transcending the business model altogether, and thinking in terms of customer needs, in the broadest possible sense. The CEO of Singularity University, Rob Nail was cited in the book Exponential Organizations, by Salim Ismail, Michael Malone and Yuri van Geest as listing six important traits for any successful CEO at a…

Incurious Organizations and the Terrible Damage They Cause

On January 27, 1986, a lone engineer at Morton Thiokol, Roger Boisjoly, warned his superiors yet again about the danger of launching the Space Shuttle Challenger the next day, arguing that because of the unseasonably cold weather at the launch site, where the temperature was forecast to dip below freezing overnight, the O-rings manufactured by…

To Make Smarter Business Decisions, Assume Good Intentions in Others

The human mind is emotional, self-justifying, and riddled through and through with irrational biases. As a species, we are biologically incapable of ever taking a truly “objective” point of view on any issue whatsoever, save (perhaps) mathematically reducible concepts. In recent years we’ve learned a lot about how the brain works and how our own minds…

Culture and the Customer Experience

Your corporate culture is a critical part of your company’s nature, but defining it is an elusive task. Everyone talks about what culture is, but no one can really put their finger on it, either. You can think of a company’s culture as the set of values and beliefs about the business and its mission…

Customization, Personalization, and the Customer Experience

Companies are steadily catching on to the idea that it makes good business sense to tailor an individual customer experience to the tastes and preferences of that individual, and big companies are now using technology to deliver different customer experiences to different customers across millions of customers, one customer at a time. So whether we…

Millennials, Trust, and the Rapidly Evolving Customer Experience

The speed of technological change has always left people breathless, as evidenced by the above words, which first appeared in an 1852 edition of The Atlantic Journal.[*] But today’s pace of change is different by a whole order of magnitude from what our great-great-grandparents faced during the Industrial Revolution. Today every generation gets exposed to a…

Benchmarking Your Customer-Centric Transformation

So, you’ve finally secured the CEO’s blessing and your business is now launching a big initiative to improve and maintain the quality of your customer experience. If you want your initiative to survive the next financial downturn, however, you’d better establish some metrics now to gauge your success. If you don’t, then in a couple…